Head of Customer Experience

About the Role

The Head of Customer Experience is a leadership role responsible for shaping and delivering MTC’s customer experience, brand, and marketing strategy to drive organisational growth, strengthen brand awareness, and build customer satisfaction, loyalty, trust, and advocacy. Leading a multidisciplinary team, the role ensures a deep understanding of customer needs and market audiences, developing and executing initiatives that attract new customers, enhance existing relationships, and elevate MTC’s reputation across all stakeholder groups. As a key leader within the organisation, the role champions customer-focused innovation, adaptability, and continuous improvement, while leading complex projects, fostering strong stakeholder relationships, and demonstrating MTC’s values through professional and positive leadership.

Reporting to the General Manager, Customer Experience & Engagement , key responsibilities of this role will include:

• Develop and implement customer experience, brand and marketing strategies that support MTC's organisational goals, growth objectives and long-term brand positioning.
• Strengthen MTC's market presence, customer engagement and reputation through integrated marketing, brand and customer experience initiatives that deliver measurable outcomes.
• Lead the development of customer experience frameworks and use customer insights, feedback and quality principles to improve services, accessibility, engagement and organisational performance.
• Oversee marketing campaigns, digital channels and go-to-market initiatives to maximise engagement, performance and customer outcomes.
• Utilise customer insights, marketing technology and AI-enabled solutions to drive innovation, improve efficiency and support informed decision-making.
• Develop and maintain strong relationships with stakeholders, partners, referrers and external providers to enhance collaboration, engagement and organisational impact.
• Oversee budgets, monitor expenditure, ensure compliance with regulatory, contractual, quality, information security and risk management requirements, and promote a safe and compliant workplace culture.
• Foster a culture of collaboration, accountability, continuous learning and innovation through effective leadership, coaching, performance management, professional development and alignment with MTC's values.

About You

The ideal applicant we are seeking will have:

• Leadership experience in customer experience, marketing, communications and stakeholder engagement.
• Proven ability to lead, coach and develop high-performing teams while fostering a positive and accountable culture.
• Strong track record in developing customer experience strategies, frameworks and customer-centred approaches that improve engagement, retention and loyalty.
• Demonstrated success in delivering brand, marketing and engagement strategies that drive awareness, growth and measurable business outcomes.
• Experience leveraging digital channels, data, insights and AI technologies to inform decision-making, improve performance and drive innovation.
• Strong budgeting, resource management and financial planning skills, with a focus on maximising return on investment.
• Exceptional ability to build trusted relationships, influence stakeholders and communicate effectively across all levels of an organisation.
• Proven capability to lead complex initiatives, balance strategy with execution, and drive continuous improvement and organisational performance.

Why Choose Us

For us, it’s more than just work. At MTC we help people take meaningful steps forward in work, and in life. When you join us, you’ll become part of a purposeful, empowering and rewarding workplace. The bonus is that the experiences, support, and training you gain here will also help you grow as an individual.

We are an equal opportunity employer, and at MTC, you will be working in a diverse and inclusive environment. Aboriginal and Torres Strait Islander peoples and people with lived experience of disability are welcome and strongly encouraged to apply. If there are reasonable adjustments to a recruitment process, role, or your work environment to help you, let us know.

Our core values of empathy, innovation, collaboration, and achievement, create a people-centric culture that empowers us to do what it takes for our customers to know that they matter.

We offer great benefits when you join the MTC team :

• Salary packaging (including meal and entertainment benefits) which means more in your take-home pay and novated leasing options
• Access to retail and lifestyle discounts and benefits
• ME Days providing an opportunity to focus on your wellbeing and spend time with friends and family
• Career growth and development opportunities including comprehensive on the job training
• Recognition and Reward scheme including regular peer nominated Awards
• Employee Assistance Program with access to free confidential counselling
• Free flu vaccinations and other health and wellbeing initiatives
• Flexible working arrangements
• Paid Parental leave

Now is the time to act and be rewarded by making a difference to your community. To learn more about MTC and our opportunities, go to www.mtcfutureready.org.au

How to apply

Applications are being reviewed as they are received, so we encourage you to apply as soon as possible with a resume and cover letter.

As part of our commitment to the safety of the children and vulnerable communities we work with, you will be required to undergo a Nationally Coordinated Criminal History Check and maintain a valid Working with Children Check (funded by you).